Location: AU Melbourne, VIC, AU, 3000 North Sydney, AU, 2060Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit, and Zillow. Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast. We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you!Customer Success Managers at Optimizely are the customers' advocates and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As an Associate CSM, you will ensure our customers successfully adopt Optimizely by engaging with them at all key points in the life cycle.Job ResponsibilitiesImplement and ensure a 'white glove' service for our customersAddress risks of client churn with senior managementIntroduce new products and services to our customersRegularly share expertise with the team to support continuous learning and improvementAnalyze data, discover compelling insights and develop action plans to achieve goalsManage customers through the full customer lifecycle, from initial onboarding, scoping to successful maturity and growthDevelop and maintain a customer success management plan, and execute against that planConsult and train customers to leverage the best of Optimizely's solutions to optimize the customer's ROILead and direct customers by building strong relationships and creating opportunities to up-sell our company's services and additional productsDrive excellent customer satisfaction by understanding and over-delivering against customer expectationsMaintain customer success targets through contract renewals, growth, and lead generationManage the customer renewal processMaintain and innovate the use of CRM/CSM tools to record customer information and track KPIsProactively report back to the Director of Customer Success and the VP, Customer Success Management on potential account growth, queries, and escalate any issues that need to be resolvedConduct customer presentations and product demonstrations to educate customers on how Optimizely will provide added value and/or drive business valueCollaboratively work effectively with and across other departments, especially the sales teamMaintain an active course of self-development in Optimizely & industry developmentsTravel to customer locations when necessaryKnowledge and ExperienceRelevant customer success and/or account management experience in a software companyExcellent written and verbal communication skillsHighly driven with a strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguityStrong conflict management and conflict resolution skillsA passion for people, able to use your initiative and willing to go the extra mileStrong customer-facing skills, able to proactively manage customer expectations, recognize customer needs and adapt company capabilities to customer requirementsTrack record of achieving targets in a solutions environmentAbility to work well under pressure, while retaining focus and composureAbility to communicate technical/business issues and solutions clearly and confidentlyAbility to understand, communicate and interpret best practice digital marketing techniquesConfident; self-motivated and driven to achieveEducationIdeally but not essential - Bachelor's degree in Business Administration, Science or IT preferred and further professional training in direct marketing.Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential.Why you'll love working at OptimizelyPrivate Health Insurance (single or family cover)Death and TPD Coverage12-14 Public and Company HolidaysFlexible WorkingPaid time offParental Phase Back to WorkSupport Services (Employee Assistance Program)SuperannuationAt Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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